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COMPLAINTS POLICY 

The business always endeavours to provide the best service. However, on rare occasions there may be  
times where a customer may not be completely satisfied. 

To ensure the business can put things right for you, as soon as possible after the completion of the  
works, please inspect the work to ensure everything has been carried out based on the contract terms  
and to the high standards the business aims to achieve. 
Please contact the business straight away with any concerns either by phone, email or write to us. If  
writing, get proof of posting.

Business Complaint Procedure

On receipt of your complaint the business aims to respond within 5 days.  
The business will arrange a convenient date to come and view and/or remedy the situation within 28  
days. 

In the unlikely event the business is unable to resolve your complaint having exhausted the business  
complaints procedure, it may be necessary to use another complaint service. Where the business  
cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests  
confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your  
complaint. 

The business has access to an Alternative Dispute Resolution (ADR) service for our domestic  
installation, service, repair and maintenance contracts as part of the Which? Trusted Traders  
Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative  
Dispute Resolution. You will need to contact Which? Trusted Traders on 0117 456 6031 who can  
explain if you are eligible to use their Alternative Dispute Resolution.

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